Refund Policy

General Policy

All subscription purchases at CoCoTV are for digital services that are fulfilled immediately upon payment. Once your IPTV credentials have been issued and your subscription activated, the service has been delivered.

In line with the UK Consumer Contracts Regulations 2013, you acknowledge that by purchasing a subscription and requesting immediate access, you waive your right to a 14-day cooling-off period for digital content.

Exceptions — When We Will Issue a Refund

We will review refund requests in the following circumstances:

• Service not delivered — if your credentials were not issued within 24 hours of payment and our support team was unable to resolve the issue
• Duplicate charge — if you were charged more than once for the same subscription period due to a technical error
• Extended service outage — if the service was completely unavailable for more than 72 consecutive hours due to a fault on our end (partial credit or extension may be offered in lieu of a refund)
• Wrong plan charged — if you were charged for a different plan than the one you selected

What We Do Not Refund

• Subscriptions where access has been used
• Cancellations for personal reasons (change of mind, no longer needed, etc.)
• Issues caused by your device, internet connection, or incompatible hardware
• Cases where the account was suspended due to a breach of our Terms and Conditions
• Partial months — subscriptions run for the full period purchased

Our Commitment

While our policy is no-refund for digital services, we are committed to making sure your subscription works. Before requesting a refund, please contact our support team — we will do everything we can to resolve buffering issues, login problems, or device compatibility issues quickly.

If you are experiencing persistent problems, we may offer:

• A subscription extension to compensate for downtime
• A credit toward a future subscription period
• A replacement subscription on a different server where quality issues are related to server load

How to Request a Refund

If you believe you qualify for a refund under the exceptions above:

1. Contact our support team with your order details and a description of the issue
2. We will review your request within 3 business days
3. If approved, refunds are issued to your original payment method within 5–10 business days

Chargebacks

Initiating a chargeback or payment dispute without first contacting us will result in immediate account suspension and may affect your ability to subscribe in future. We encourage you to contact us first — we are here to help.

Contact

For refund requests or queries, please contact our support team.